Incident Problem Management

2 weeks ago

Singapore RESOURCE HUNT PTE. LTD. Full time

**Job Description -**

Incident/Problem Management
- Support P1/P2 Critical Incident & Problem Management - After hours on call support
- Impart a sense of absolute urgency in getting a resolution
- Participation in the P1 and P2 calls and send out communication to TS management on alert of incident/updates
- Participation in the Problem management to identify root cause and implement preventive, and corrective actions
- Take ownership for questions asked by the site and escalate to the extent a reasonable answer can be obtained before going back to the business IT leader

Change Management
- Assist in driving change management supporting activities for MLL Supported Application/Infrastructure
- Communicate Change schedule, obtain/secure approval from Site Team (QUAD) to ensure alignment prior execution
- Coordinate/obtain maintenance window for change execution with appropriate parties (local operations, automation, engineering, etc.)

Patch Management

Operational Activities
- Meet regularly with TS SO to review progress, pending items, impediments, on all operational, incident, and problem management items
- TS Service Owner assigns the FS as primary contact to Coordinate and handle Complex Service Requests, and/or site-specific tasks
- Monitor and achieve service levels, tracks metrics/analytics, and ensures site health of TS services.
- Working with 3rd party vendors - While customer will retain the management of vendors, it is expected LTI will monitor their work and ensure it is done on time and to expectations

End-User Support
- Facilitating and coordination of end-user services & service desk related to TS services (e.g., desktop/printer/other hardware support, network, user access, collaboration tools, mobility, software install/maintenance).
- Creating IRIS request for printer installations (Xerox, Ricoh, Zebra, MLL Printers)
- Facilitating/guiding business IT partners in the creation of the TMP-1913 for MLL Workstations requests.
- Facilitating cabling requests as needed by placing IRIS service request for cabling installation.
- Guiding the user when approached on how to obtain specific services within IRIS. E.g., how to request a laptop, Office Application installation, cellular phones, etc.

Experience in Troubleshooting the following devices at the following locations:
Business unit # of onsite resources #/Type of Devices Availability

Pasadena Refinery 1 Sonim XP10 - 250 devices M-F 6:30-4:30pm PST

Singapore Oronite 1 Tabex02 - 150 devices

Motorola Kyocera Duaforce Pro - 36 devices

Zebra ET51 - 5 devices M-F 6:30-4:30pm PST

Type of Device

Smart EX-02

TabEX-03

Sonim XP8

Sonim XP10

Zebra ET51

Zebra TC77

ipad Mini, Pro, iPhone

Blackline G7c, G7x, and G6

Mobilus MobiWAN

Trimble R1 & R2

Type of activities:
Responsibilities (Activity List)

CW Device Support

Responding to all CW Service Now tickets that are entered into the queue.

Hardware troubleshooting for any CW device as listed above.

Assisting end users with performing Hardware OS updates/refreshes for any CW device as listed above.

Hardware enrolment and provisioning for any CW device as listed above.

Hardware training for any CW device as listed above.

Escalating issues to the appropriate product line team

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